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People Act on Who They Trust, Not What They Know - Amanda Shute on Customer Trust, AI Manipulation, and the Future of Fraud Prevention
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What does the future of fraud prevention look like from the perspective of someone who has spent two decades helping scam victims?
In this episode of The Scam Rangers Podcast, Ayelet Biger-Levin sits down with Amanda Shute, Senior Risk Manager, External Fraud Oversight, whose career began on the front lines as a bank teller helping customers after devastating scams. That experience shaped her belief that fraud prevention isn't just about stopping transactions. It's about helping people navigate trust.
Together they explore how AI is changing the scam landscape, why traditional awareness campaigns often fail in emotionally charged moments, and what financial institutions can do to build customer resilience before a payment is ever made.
From relationship-building and victim advocacy to synthetic trust and real-time intervention, this conversation offers a fresh perspective on the human side of fraud prevention, and why trust may become the industry's most important security control.
In this episode you'll learn:
- How Amanda's career on the teller line shaped her approach to fraud prevention
- Why scam victims lose more than money. They lose trust
- The role financial institutions can play in rebuilding customer confidence
- What "synthetic trust" means in the age of AI-generated scams
- The new warning signs of AI-driven social media fraud
- Why awareness alone isn't enough once emotions take over
- How banks can evolve from fraud recovery to customer resilience
- Why collaboration across institutions is becoming essential
- What the new FinCEN 314(b) clarification means for information sharing
- Why every fraud professional should continuously learn from peers across the industry
Why this episode matters
Scams are no longer simply attacks on accounts—they're attacks on trust. As AI enables criminals to create increasingly convincing stories and identities, financial institutions face a new challenge: helping customers make better trust decisions before manipulation succeeds.
Amanda offers a practical roadmap for how fraud leaders can rethink prevention—not just through stronger controls, but by building trusted relationships, creating meaningful interventions, and putting the customer experience at the center of their strategy. You can learn more about her on LinkedIn: https://www.linkedin.com/in/amandashute/
About the Host - Ayelet Biger-Levin is the Founder and CEO of RangersAI and the host of Scam Rangers, a podcast exploring the human side of scams and the people working to protect consumers from financial and emotional harm.
Through her work at RangersAI and her leadership within the Global Anti-Scam Alliance, Ayelet partners with financial institutions, policymakers, and advocates to elevate scam prevention beyond controls and technology toward trust-based, customer-centric protection.
Be sure to follow her on LinkedIn and reach out to learn about her additional activities in this space: https://www.linkedin.com/in/ayelet-biger-levin/
RangersAI: https://www.rangersai.com/
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Transcript
Speed vs. Security: Balancing Customer Experience
00:00:02
Speaker
I think we have optimized the customer experience for speed and convenience, and that speed and convenience works against us in fraud. So what if moving fast actually meant slowing down? There's a gap between awareness in a controlled environment. We create an environment for people, we train them, we educate them, we tell them what the red flags are.
00:00:27
Speaker
But then when it comes to application, you've already been emotionally, you're in emotionally charged state. And now everything that you've learned and we've taught really goes by the wayside.
00:00:43
Speaker
So the consumer understands the risk, but in the moment when their emotion takes over, the knowledge of all of that application loses priority.
00:00:53
Speaker
So we need to start moving from education and recovery and find that space with real-time intervention.
Insights from Amanda Schutt: Scam Resilience
00:01:05
Speaker
Today's scam ranger, Amanda Schutt, has a very robust career in the financial services industry. And what I really am excited about in our conversation today is really covering not just the how of scam prevention and scam protection, but the why. And what are the things and nuances that we need to consider when thinking about programs for really scam resilience or customer resilience, ah using Amanda's words.
00:01:34
Speaker
Welcome to Ayaelit Beger-Lavin, and I'm passionate about driving awareness and solving this
00:01:53
Speaker
Today we're going to walk through Amanda's journey, her career, and really understand her focus and what we can all learn from
Amanda's Career Path: From Teller to Risk Manager
00:02:00
Speaker
it. So welcome to the podcast, Amanda. So happy to have you here. Thank you for having me. I appreciate the time we'll spend together today. Great. So one of the things when we talked earlier that really struck me is beyond your, um you know, just taking the professional steps that you need to get the job done, you're really focused on customers, customer experience, helping um people. And you're not just involved in your day-to-day job, but also kind of cross-industry initiatives like working with the Noble um and in other initiatives. So I'd love for you to share some of that too. But let's start from the very beginning. Maybe just tell us about your role today and then how your career started. Yes, I'm currently the senior risk manager of external fraud oversight. So I've been in the banking and fintech space for about 20 years. I started my career on the teller line and at the time customers were coming up to my window and they were sobbing, not knowing what to do because they had been affected ah from a fraud or a scam or elder financial exploitation. And at the time, 20 years ago, there was no real playbook for customers to succeed in this experience. They had become victimized. There was no real path to recovery and they didn't know where to go or where to turn to. So I took it upon myself to figure out what does that path to recovery look like?
00:03:24
Speaker
So I had graduated um college with a bachelor's in criminal justice. And at the time, the first position in fraud at the financial institution that I worked at had opened up. So I always thought I would be going into law enforcement in some degree. And i took the leap of faith. And that's where my entire career here in fraud prevention ignited. So I always took the roles where I was the first student.
00:03:51
Speaker
So it was the first fraud analyst role. It was the first fraud investigator role. And from there, it really exploded and evolved. And I grew with it as the the industry changed. So I had the opportunity to work in a lot of different areas, like implementing technology platforms terms and writing rules and building global operation teams at scale. I then went back to school and got a master's degree in informatics and agile project management. And that's where I really wanted to take all of this experience I had and say, what would my dream platform look like?
00:04:33
Speaker
And I had the opportunity to be a product manager. And now most recently, I'm in a role where I get to be on the second line and advise, advocate, and help the business prioritize where there are gaps and where we can really invest in making a better customer experience for our customers. And then how can we apply and operationalize the work in a meaningful way?
00:04:59
Speaker
So you started as a teller and you interacted with people on a daily basis that were victims of scams and fraud and identity theft. What in those moments had shaped your approach to scam prevention and fraud detection today?
00:05:14
Speaker
It was the loss of trust. And typically I was dealing with the older community. They didn't have anybody at home to turn to They were lonely or isolated and didn't know where to go. and I always grew up with this sense of community. and So I grew up in, not to get one over here, but But I grew up in the church. um And so my parents really shaped my life in in community. And when something happened, we all came together and we worked together to help somebody out of that hardship. But then also when there was times and moments to be celebrated, everyone got together and celebrated. So those lessons really kind of embodied and shaped my life in a variety of ways. And it stuck with me.
00:06:06
Speaker
And I'm so invested in making sure that the people who don't have the support and the help that they need, that I can create an environment for them so that way they can succeed.
GetCyberFit: Building Digital Resilience
00:06:20
Speaker
Which brings me to the next point. You also founded GetCyberFit, right? A nonprofit that really drives safety. So tell us a little bit about that. Yes. So I founded a nonprofit and I named it GetCyberFit. It's no longer operating, ah but the mission was really to bridge the gap between families, so parents and children. And what does that look like in talking over the dinner table? how do we develop and learn together so that way we can teach children to be digitally resilient, but then also help parents and their kids communicate on what's happening so that there's no fear of repercussion. There's no fear of embarrassment or shame when something has happened to them. They can safely go to their parent and their trusted person in their life and say, this is what's happening.
00:07:18
Speaker
How do we get out of this? How can you help me? That is so important. I think if anyone in this industry who is familiar with, you know, all the way from from just bad content that, you know, our kids are vulnerable to and all the way to extortion, um definitely so important. and And, you know, thank you for doing that. i'm I'm sure it was a a big part of the journey, but it definitely showcases your why and and where your heart is and all of this. um So I wanted to um also ask a little bit about kind of other community involvement. So you're involved a little bit in the Noble and elder financial exploitation at Roundtable that um at the time of this podcast showcasing going to be ah ah happened already. So tell ah tell me a little bit about that. What what are the main points of the discussion and what you expect to kind of bring to light?
Elder Financial Exploitation Programs
00:08:07
Speaker
So the intent of the program is to talk about what does a mature elder financial exploitation program look like in financial institutions. So I'm excited to speak to other industry leaders to help the community bring that information back together. to their financial institutions and implement what's within our control and what can we advocate for and prioritize within our business ah so that way we can help people navigate through these difficult pathways.
00:08:43
Speaker
Other um initiatives that I'm in, and my current employer has a program called Security Awareness for Everyone. So they build out presentations for different groups. So one is specifically dedicated for elders. One is specifically for small business. And we have a new one that's coming out that's specific for youth. So this is educating all different groups.
00:09:12
Speaker
and It's a train the trainer. So we get trained, we train other people, and that way it expands and evolves how many people are out there trying to promote education and awareness on scam prevention.
00:09:28
Speaker
So that's amazing to hear. and And we're going to talk a little bit about education more. um What are some examples when it comes to elder financial exploitation, um some concrete examples of what what can be done that you think should be added to what's been done today? the One is controls. So what are your controls look like within your financial institution? Two, it's relationship building. So one of the important aspects of what I'm going to be discussing is the importance of the relationships I built, not just within the organization, but outside of the organization. So at the time when I was on the front lines and nobody knew what to do, i was calling different law enforcement agencies locally. i was contacting Elder Financial Services and bringing the right people together to create a little team.
00:10:27
Speaker
team So I knew exactly who to call and who I could trust to help me help the customer navigate through those processes. And carrying those relationships through my career has been such an important aspect of all of this because yes, people move on into different roles, but then you know who to contact, who knows somebody else who now is responsible for helping shape what that program looks like.
00:10:56
Speaker
So for me, it's really all about the relationships. relationship building. I think your experience starting with a you know more local financial institution um where, and I've seen, that I've heard again and again talking to smaller local financial institutions, be it credit unions or community banks, where they do have the relationships with law enforcement because it's local, right? um How does a larger financial institution manage it manage relationships like those where it's not easy, it's not necessarily local? It's not easy. You have to have your little black belt of ah phone and a friend, right?
00:11:32
Speaker
ah Because even navigating a larger financial institution, because there's so many layers and so many teams, it can be challenging internally as well. So it's really important to shape what that looks like for you in order for you to know who to contact and when to contact them and bringing everyone to together to work on a case and That's important in helping somebody recover, whether that's emotionally or financially.
FinCEN's 314B Fact Sheet: Information Sharing
00:12:01
Speaker
Interesting.
00:12:04
Speaker
That brings me a little bit to talk about FinCEN's last clarification, I would say, or fact sheet about 314B. So a couple of weeks ago, and on June 12th, to be precise, 2026, FinCEN reissued the 314B fact sheet and really spelled out or confirmed how...
00:12:26
Speaker
to share information, what information could be shared in the context of fraud, um really expanding it beyond what was done before. And I wanted to ask, I know this is very new, so we're not going to get into implementation details, but what does it mean ah for the industry, for financial institutions? How does that change perception and process with regards to sharing information? And I want you to also think about what we just discussed with regards to relationships. What what places the what role does that play in all this?
00:12:56
Speaker
I'm sharing my observations as a progress professional and not speaking on behalf of the regulators or my employer. So I just want to make sure I have that caveat there. But how I interpreted the 314B framework is not really changing, but it's more clarification. So it reinforces how we're enabling people to share fraud indicators with more confidence because historically there was not real clear guidance on what could be shared. It was very vague and left the interpretation of it with people not really knowing what to do.
00:13:39
Speaker
And now that there is clarification, we can work more strongly to say this is what is within the parameters. It allows us to enable it it It's empowered us to really share more and collaborate more um as a takeaway from these changes.
00:13:59
Speaker
Yeah. Okay, so yet to be seen, what are the frameworks? What what does that mean? how we Are we ready and we just need to open the floodgates? Or is there a lot of work in sharing the information here? But I really wanted to take the time um to get to the meat of our conversation, which is all about resilience and trust.
00:14:20
Speaker
um And you had a few stories to share about trends and social media videos and what you're seeing. And i think it's really fascinating to talk about how things change. So let's start by what you've learned and some observations you had about videos that so that are being shared and how scam victims are now really challenged or we're all challenged as
AI and Scams: Synthetic Trust & Manipulation
00:14:43
Speaker
individuals. Some become victims of scams.
00:14:46
Speaker
Yes. ah So there's been such an evolution and we got this far in um without talking about AI, but now we've got to bring it in. um So I want to talk about synthetic trust and AI in scams.
00:15:01
Speaker
So historically, consumers were taught to look for certain red flags on websites, business websites, and on social media. And now the challenge for consumers is to independently verify the end Authenticity of a story.
00:15:18
Speaker
So as ah we talk about a lot about emotions, right? And now the scammers and the fraudsters are leveraging AI in order to do that. So they all follow the same framework, which creates a hook and engagement and techniques such as um yapping, quote unquote. I'm not sure if you've heard of the yapping trend now and raw emotional delivery. So basically, there's three different scenarios specifically that I've come across. And what happens, it's all using the same exact framework.
00:15:59
Speaker
So it's a video or a reel or short, and it starts with a person sobbing about a family member's financial hardship. So, and then there's language written out and displayed on the video that says, please watch this once or twice so my message is shared. And it's somebody sobbing saying, my family member has experienced this sort of trauma or bullying, for instance. Observation number one, my father is an elderly woodworker. Nobody is buying his hand-sculpted stingrays. Will you buy one today?
00:16:40
Speaker
Number two, my disabled brother or sister is an artist and nobody wants to purchase their art and they're making fun of them and they're making fun of their art. And then number three is my father has a struggling animal shelter. And in order to promote the animal shelter, we're promoting purchasing of these handmade dog collars, or you can contribute to our charity. When you go to these websites,
00:17:09
Speaker
For somebody who doesn't understand what to look for, it's not as much of a dead giveaway as it is for me. So when you go to the website that the video directed you to go to because you've been hooked in by this emotional charge, you feel bad, you're engaging with this post, you're liking it, you're saying so sad, sad faces, emojis, you're resharing it, but then it prompts you to go to the link in bio, quote unquote.
00:17:38
Speaker
So you go to the link in bio and then when you look at the website, for instance, this dog shelter, there's very little information about the dog shelter.
00:17:49
Speaker
It doesn't tell me about how the business got started. it doesn't tell me anything about where this animal shelter is located. And there is only a shop now page that along with screenshots of reviews.
00:18:06
Speaker
So it doesn't even bring you to any reputable page for reviews. So those are fabricated. There's no page for adoption of dogs and all of the product that they're promoting are these cute, trendy, fast fashion things that it's telling you to buy that you can personalize.
00:18:27
Speaker
So then it's further engaging you because now you have this emotional, you see yourself in this emotional story and now you get to custom tailor this product and help somebody. So they're preying on all of these different factors to lure you in.
00:18:45
Speaker
So there's four red flags to consider. And when I had observed these websites or these pages with videos, these are the things that I found.
00:18:56
Speaker
Red flag number one is the account new. So the emotional story about the struggling artist who's been selling their products. Yet the social media account was created last month or the posts, the videos just started posting last month.
00:19:13
Speaker
That doesn't necessarily mean that it's fraud, but when there's so much volume that you're seeing, it should prompt some additional scrutiny. Red flag number two, hundreds of posts are in days.
00:19:28
Speaker
So human creators or content creators don't produce 50 videos a day, 100 videos a day, 200 videos a day. and I'm not kidding. and You go to these pages and you scroll, scroll, scroll, and you see that all of these videos have been posted in days. So large volumes um of identical content can suggest that there's automation and the videos themselves are synthetic. So it's partly real video that they found on the internet along with AI-generated people that are solving.
00:20:03
Speaker
So then you get to red flag number three, where it's different people, same story structure. So you find, one, an account with a variety of people that have a similar story, or two, if you reverse search an image,
00:20:19
Speaker
And you see the same person with different stories across multiple platforms. So it's different characters, same emotional script, same call to action, same sales funnel.
00:20:31
Speaker
So there's a huge signal here. And then the last part here is probably the most important because typically one of the credibility factors that people had looked for is that viral engagement okay, this person has 50,000 followers. Oh, this person has 2 million views, so they must be real.
00:20:53
Speaker
So viral engagement doesn't match the reality. You have somebody who has 2 million views, 100,000 likes, and 50,000 followers. Yeah.
00:21:02
Speaker
And yet the business doesn't really exist outside of the social media ecosystems or platforms. So high follower count does not mean that it's trustworthy.
00:21:12
Speaker
a lot of comments doesn't mean it's trustworthy. An emotional story doesn't mean it's authentic. A professional website doesn't mean it's legitimate. And these are all the shortcuts that people would take to vet somebody and use this as reliability. And it's not.
00:21:34
Speaker
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00:21:45
Speaker
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00:21:57
Speaker
I'm listening to everything that you're saying, and my thought is, oh gosh, we're doomed. um But yeah, I completely agree. We used to say verify the web website check if it's new, all these things. And you talked about a few red flags. But so now when we're thinking about all of this from the lens of the financial institution and we're talking about, OK, let's say we educate our customers on this. What are they supposed to
Proactive Fraud Prevention: Real-Time Alerts
00:22:22
Speaker
do? now? Also, we talked about education programs and train the trainer.
00:22:27
Speaker
But in the moment, with all these emotional hooks, how do we really create a an effective platform for customer resilience, I would say. So what do we do about this? So I think we have optimized the customer experience for speed and convenience and that speed and convenience works against us in fraud. So what if moving fast actually meant slowing down?
00:22:52
Speaker
What if moving fast actually requires us to slow down? There's a gap between awareness and in a controlled environment. We create an environment for people, we train them, we educate them, we tell them what the red flags are. But then when it comes to application, you've already been emotionally, you're in emotionally charged state.
00:23:17
Speaker
And now everything that you've learned and we've taught really goes by the wayside. So the consumer understands the risk, but in the moment when their emotion takes over, the knowledge of all of that application loses priority.
00:23:34
Speaker
So we need to start moving from education and recovery and find that space with real-time intervention. So imagine a model where at the point of payment or a device level monitoring can detect that something may be off, something you're engaging with, somebody you're speaking with, a transaction that you're trying to process pauses you in the moment and notifies the consumer, hey, there's a potential risk here that this might not be legitimate. These are the things that you could do Contact your bank.
00:24:13
Speaker
ah Take a moment. Walk away. yeah um Just the it the signal in itself could alarm someone to take a moment to pause. and that And what if that prompt before you finalized the transaction said, do you still want to proceed?
00:24:32
Speaker
So these are the the future of things that I'm thinking about. And how do we deploy technology that helps us with these controls? And then how do we continue to be involved in creating trust with our consumers?
00:24:49
Speaker
Because there's this shift that that I feel like we really need to think about where we need to be more involved and create trust over time and not just say you can trust us because we gave you this camp awareness.
00:25:07
Speaker
And now you have to trust us because you have nowhere else to go. And now we're working on a recovery plan for you. So what if banks thought about a victim recovery advocate or for their customer resilience strategy?
00:25:22
Speaker
So that way they're not just continue to be treated like, hey, I want to know the balance in my account. Great, thanks, hang up, move on. We need to transfer them to somebody who's going to take this time to meet them where they're at and help them feel safe and not judged.
00:25:41
Speaker
So how can I help you today? And thank you for taking the time to call us. It's better to ask than to wait. And that's the type of language change I'd love to see. That's the type of engagement I'd like to see is really looking at customer resilience strategy, having the right people at the right place of the customer cycle to help shape that trust.
00:26:07
Speaker
So that way we're really engaging with the customer, before they become, um before it's in recovery and there's a huge loss. I think that's really important. I think a few questions come to mind when you talk about really adding interventions throughout the payment process, because one of the things, first of all, for legitimate transactions, that could become a pain. And it's going to be a challenge for fraud teams to convince fraud.
00:26:34
Speaker
the customer facing, the product teams and the retail banking teams, you know, we need to put all these controls in because of scams and that balance of cost of doing business is going to kick in.
00:26:44
Speaker
um And also I would ask, I'm going to challenge this a little bit, and I'm not saying we don't need to slow down things or to intervene at that time, but I want to question the effectiveness of it. I always say if someone convinced me to go and get gift cards,
00:27:00
Speaker
ah to give them for some scam story. And I drove to CVS and I am want to buy gift cards now. That little sign at CVS saying, beware of scams. It's not for me. I don't think it's for me.
00:27:13
Speaker
I'm not being scammed right now. I am giving gift cards because my boss wants to throw a party for the employees and um wants to keep it secret. And he trusted or she trusted me for that scenario, right? So I think we definitely need to look across the scam lifecycle But in some cases, yes. In some cases, the customer will say, wait, I had all these red flags and here's another proof point. So yes, I will stop.
00:27:38
Speaker
But in other scenarios, that could be too late because of everything that you said earlier, the emotional hook, the belief in the story, the desire to help someone like they they're really good. And they now ah the criminals come at us as part of our process. We don't need to go out of our way to get attacked by them with all these scam stories. So my question is, today I think fraud is always thinking, or fraud controls and process teams are always thinking about what can we do in the realm of our responsibility to solve this problem and to do better. And I think what you suggested is all very, very between education and and and intervention and having someone at the point of of recovery. These are all important. and And my question is, can we do more between the education and the payment?
00:28:28
Speaker
to really think about increasing trust because one of the concerns that I personally have is erosion of trust in digital channels altogether. um So i would ask, is there is there conversation within financial institutions to really think about this trust as a holistic customer experience problem? beyond fraud. i i don't think fraud alone is in charge of this. I think fraud is definitely a contributor and maybe a leader. But are there conversations starting to ah broaden kind of the scope of our responsibility as financial institutions to the customer trust problem? And maybe this is a cross-industry problem that we need to deal with.
00:29:08
Speaker
I agree. i think it also depends on the culture of the organization. So you have different organizations that have different ways of engaging all of their employees for this fraud to be something everyone thinks about, for risk to be something that everybody thinks about. And then also red flags. What are those red flags look like within your specific business unit? And then how do i get that observation to the right people to investigate and do something about it further.
00:29:42
Speaker
so um you bring up some good points of how do we activate trust within organizations sooner? and then how do we activate trust for the consumer ah to reach out to us before they've been emotionally hooked by a scammer?
00:30:06
Speaker
So I think that's that's definitely kind of an industry conversation that we've been had having around scams, really focused on these three areas, education, ah intervention during the transaction and recovery. And...
00:30:21
Speaker
and These are all important points. I really think we need to take that holistic approach across the scam lifecycle and think about all the points. What is the customer going through? And I think you more than anyone really could see that at the point of when everything came crashing down with your experience early in your career um and and really think about all the the points. And I'm curious, chris um in your conversations with customers, have they expressed any ideas of what could have helped them in their journeys?
00:30:51
Speaker
That's another great point. I love to have survey engagement and create groups of people who are willing to come forward and so and explain what that might look like.
00:31:03
Speaker
Ideas are so important, especially from the people who are the users who then you find themes and then you really understand, well, why did somebody think that way? It could be something as simple as how we have something displayed, right?
00:31:19
Speaker
um So to your point, I think there value in engaging customer responses to help shape um what the scam framework can look like in an organization.
00:31:32
Speaker
Thank you. and And I think that's definitely something for financial institutions to think about. How can we, um and I'm sure there a lot goes into this, but how can we learn from our in our customers' experience, not with our tools and systems necessarily. Of course, we always want to improve that, but... from our customer experience with with the the emotional experience, kind of how do they perceive us after this experience and how can we do better on the emotional side? Because at the end of the day, unfortunately, it rubs off on us a little
Impact of Fraud on Consumer Trust
00:32:03
Speaker
bit. Their victim experience and what they've gone through in the loss does rub off the financial institution, especially if it was an impersonation scam. And that's not any financial institution's fault, of course, but it's something to be aware of and to think about as part of the overall strategy for protection.
00:32:20
Speaker
So I would love to, as we wrap up, if a fraud leader in a financial institution is listening to our conversation, What do you think their main takeaway should be from everything? And I think that that really the synthetic identity and the synthetic videos are an important point, but kind of what is coming for us in this landscape and what do we need to take away from it?
00:32:46
Speaker
Well, I think the biggest challenge being in the frog space and the span of time that I've been here is that there's no there's no linear path. There's no specific way to learn everything. Yes, you have your credentialing bodies um who try to help shape out what that knowledge can look like. but engaging with the industry, putting your ideas out there, saying, this is what I'm seeing. This is what I'm thinking.
00:33:14
Speaker
Finding other people at organizations and just speaking about it is the most critical way. So building your relationships um is the most critical way that you can help bring knowledge back to your financial institution. The more you share, the more you learn, ah So for me, it's when you have an idea, post it on LinkedIn. When you have an idea, reach out to somebody in the industry. Hey, I saw your post. I want to talk about this a little bit more. And I've done that. I've engaged with other people who have responded on my posts. I learned so much about all of the job scams from ah jay Jones. um So
00:34:00
Speaker
That kind of built a whole new view for me. Even though I've been in this space for so long, i know more or less what how the scams initiate and how they happen. But everything is evolving. Everything is changing. And you can't get complacent in your knowledge. So it's super important to reach out and just learn from other people. And then also be a champion and a vessel to help others learn about what's
00:34:30
Speaker
you've done in your career so they can take that away as well. I love that advice. um At the end of the day, it's really easy to just get sucked into our daily job and check the box. But cultivating those relationships, being curious is what I'm hearing from you. and not thinking, OK, I know I've been here for 20 years. I know everything there is to know. No, the unfortunately, the ecosystem is constantly changing, both from a threat landscape and a regulatory landscape. So the more we chat about this, the more we can learn from each other. So I really, really love that. And your passion to this is really showing. So thank you.
00:35:12
Speaker
Thank you so much for everything. And I always wrap up the conversations with ah hope. So my question to you is, what are you hopeful about in the industry and what's happening in the collaboration? Any point there that you're hopeful about? I'm hopeful for my advocacy of somebody being a victim recovery specialist within the industry, having dedicated individuals that can really understand the customer and help them through this
Future of Fraud Recovery: Specialist Roles
00:35:45
Speaker
path. ah
00:35:46
Speaker
will shape how customers trust us because people act on who they trust, not just what they know. so for me, it's making people feel safe and comfortable and knowing where to go and that they have somebody alongside of them to move forward. I love that. The Scam Ranger ah podcast is called the podcast about the human side of fraud. And today we added the human side of of fraud prevention. andn So thank you for that. I really am sharing that hope with you. And thank you for all your great insights. So, Amanda, it was great to have you on the podcast. Thank you so much for time today and for sharing everything. And hope to have you on in the future again. Thank you so much.